Front Of House Supervisor/Team lead

Responsibilities

• Customer Experience & Front of House Leadership
• Lead the front-of-house operation to deliver a fast, smooth, and professional customer journey.
• Maintain strong floor presence, acting as escalation point for customer issues and service recovery.
• Ensure complaints are resolved quickly and professionally, protecting brand reputation at all times.
• Drive customer satisfaction (NPS) through consistent service excellence.
• Adhere to all company policies, procedures, and safety guidelines. Responsible for own health and safety and that of other work colleagues.
• Queue Management & Service Levels
• Actively manage queues and customer flow during peak arrival banks.
• Adjust team deployment in real time to maintain service level targets.
• Identify and resolve bottlenecks across the customer journey.
• Serve customers at the counter when required or instructed by line manager.
• Ensure priority and pre-booked customers are processed efficiently.
• Sales & Revenue
• Maximise upsell opportunities including upgrades, protection, and add-ons.
• Coach team members to identify and convert sales opportunities confidently.
• Monitor sales performance and provide live feedback to improve results.
• Ensure all sales are compliant and customer-focused.
• Team Leadership
• Motivate and support front-of-house staff in a fast-paced environment.
• Lead by example to maintain energy, morale, and service standards during peak pressure.
• Provide coaching, on-the-floor feedback, and daily performance support.
• Assist with shift planning and workload distribution.
• Operational Coordination
• Work closely with fleet and operations teams to ensure vehicle readiness matches demand including preparing and overseeing bespoke offerings at the such as Europcar Express pick up.
• Communicate operational risks (delays, shortages, system issues) proactively.
• Support smooth execution of shuttle and direct-to-car processes.
• Brand & Compliance
• Maintain high standards of presentation across the front-of-house area.
• Ensure compliance with rental procedures, documentation, and insurance requirements.
• Uphold company standards in every customer interaction.
• Your Skills:
• Experience in a supervisory or team leader role in a fast-paced customer-facing environment (airport, retail, hospitality).
• Strong ability to manage queues, prioritise, and make decisions promptly.
• Confident communicator with strong interpersonal skills.
• Sales-aware with ability to motivate others to achieve targets.
• High energy, resilient, and hands-on leadership style.
• Why choose Europcar?
• **Europcar Mobility Group ar

Benefits

Additional Information

Europcar Mobility Group At Europcar Mobility Group , our purpose is to help to change the way you move. We are guided by our core values: We are happy to help , We embrace change , We take responsibility , We act with respect and We move as one . Our culture is built on valuing the contribution and diversity of our team where every individual is treated with dignity and respect. Acting with respect is at the heart of everything we do, and we are fully committed to creating a workplace where differences are celebrated and everyone feels empowered to contribute their unique perspectives. Job Description We're Hiring Front of House Team Lead at Dublin Airport We are seeking a dynamic Front of House Team Lead for our customer-facing team at Dublin Airport. Reporting to the Customer Excellence and Revenue Manager, this role is central to delivering a seamless customer experience in a high-volume airport environment. This is a hands-on leadership role focused on effective queue management, service levels, sales performance, and team motivation while protecting brand reputation and driving revenue. Full-time permanent role (40 hours per week), fully flexible shifts Monday-Sunday, between 5:00 AM and 1:00 AM. The role requires the ability to work every Saturday.

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